Customer Service FAQ

Frequently Asked Questions

Find the answers to all of your most common questions here, or visit our New Customer page if you're wondering how to get your
journey started with us. If you can't find the answers you're looking for, you can contact our Customer Experience team.

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Most Common Questions

Can I message the Customer Experience team online?

Messaging is a convenient online connection to our Customer Experience team. You can initiate a messaging session by clicking the option in MyAccount. During business hours, you will be connected to someone who can help you get the information you need. At the end of your session, a transcript of the online conversation will be saved for 13 months and available to you in MyAccount. The messaging function is available on mobile, tablet or desktop for a seamless experience across all platforms.

How do I register for an online account?

Go to gmfinancial.com/MyAccount and click “Register Now” to create a user ID and password. You will need your account number, which can be found on your welcome packet or billing statement, as well as the last four digits of your Social Security number.

Keep in mind that while your user ID is not case sensitive, your password must be entered exactly as you created it. Watch our brief video for step-by-step directions on how to register for MyAccount.

What if I am a new customer?

There are a few things you need to know to manage your account. As a new customer, you can sign up for MyAccount after receiving your welcome letter. Learn more here.

What are my payment options?

We have several payment options to fit your needs, including the ability to pay online or by mail, phone or credit card. To make a one-time payment or set up recurring payments, log into gmfinancial.com/MyAccount and click "Pay Online." Online payments made with a bank account are free. Debit payments may incur a fee. GM Financial does not accept payments made in person.

Can my payment be automatically deducted from my account?

You have two options for setting up monthly payments. You can set up recurring payments online by logging in to gmfinancial.com/MyAccount. Once you enroll, recurring payments go into effect immediately and can be changed or canceled any time through MyAccount.

Purchasing and leasing customers also have the option to sign up for the Automatic Payment Plan service. Keep in mind that the Automatic Payment Plan enrollment process will take approximately one billing cycle to complete.

Any overage or extra payments on an account should be refunded within 30 days.

What is simple interest?

Simple interest is an interest accrual method. Interest accrues on a daily basis on the unpaid principal balance. The interest charge is always based on the principal balance, so interest on interest is not charged. Learn more about simple interest.

How do I enroll in paperless statements?

Log in to gmfinancial.com/MyAccount and click on the option to "GO GREEN" at the top of your MyAccount Dashboard. By updating your preferences, you will be notified when your billing statement is available online. Please note that paperless billing is not available to all lease customers at this time.

How do I request benefits under the Servicemembers Civil Relief Act (SCRA)?

To request benefits, you can send GM Financial official military notification that includes your name and active duty date. Any of the following will be accepted:

A copy of the active duty orders, including but not limited to individual orders or active duty orders

A letter from your commanding officer on military letterhead

Some form of official notification

Please send active duty notification to the GM Financial Customer Service Support department.

Account

How many payments do I have left?

You can find important account information, including payment progress, by logging in to gmfinancial.com/MyAccount. If you do not have an account, click Register Now to create a user ID and password. You will need your account number, which can be found on your welcome packet or billing statement, as well as the last four digits of your Social Security number.

If you do not have a lease, you can also find the number of remaining payments on your billing statement.

Please keep in mind that your account balance may differ from your payoff balance due to interest charges, fees and other items that may be credited or debited to your account.

Why can't a spouse/third party access the account with verbal permission?

In order to protect the security and confidentiality of your information, we require the account holder to fill out a third party authorization form or provide a Power of Attorney in order to provide any account information to anyone but the account holder. Only the account holder can submit authorization.

Bankruptcy

I recently filed bankruptcy. How will this affect my account?

When you file a petition for bankruptcy, federal law prohibits GM Financial from attempting to collect on an account that existed at the time of filing, absent permission from the Bankruptcy Court. GM Financial will place your account in bankruptcy status. All statements will cease as we are not permitted to send billing statements to customers involved in an active bankruptcy case. Automatic or recurring payments on the account will also cease.

If you have filed for bankruptcy and would like to surrender your vehicle, please call 1-877-203-5538. You will need your account number and your bankruptcy case number.

What is reaffirmation and how does it affect me?

A Reaffirmation Agreement is an agreement between a creditor and debtor(s) who has filed bankruptcy stating that the debtor(s) will honor the terms of the initial contract initiated with the creditor.

You are not required to sign a Reaffirmation Agreement. However, by executing a Reaffirmation Agreement with GM Financial, you will resume receiving monthly statements on your account, be able to access your account via our website, make payments via that website and be eligible for deferments on your account, once your case has been discharged.

Not all services are available to customers who have been discharged in a bankruptcy case but not reaffirmed their debt with GM Financial. If you wish to reaffirm your debt with GM Financial, a Reaffirmation Agreement must be signed – by you, your attorney and GM Financial – and filed in a timely manner with the Bankruptcy Court. If you are not represented by bankruptcy counsel, the Bankruptcy Court must approve the Reaffirmation Agreement before it is a valid, binding agreement. It is your responsibility to obtain such approval.

GM Financial urges you to discuss your obligations as a debtor in bankruptcy with your bankruptcy attorney. Account terms are not modified in a Reaffirmation Agreement with GM Financial.

My bankruptcy was recently discharged. How does this affect my GM Financial account?

Upon the entry of a discharge order in a Chapter 12 or 13 bankruptcy case, GM Financial is prohibited from making collection efforts on any debt that was discharged. Depending on the GM Financial arrangements made under the plan of reorganization approved by the bankruptcy court, GM Financial may be required to release its security interest upon the entry of the discharge. Or, its security interest in the collateral on the account remains and GM Financial retains its state law and contractual rights to protect such interest. You should discuss these alternatives with your bankruptcy attorney.

I filed bankruptcy but would like to make a payment. How do I make a payment?

Customers in bankruptcy will not receive monthly statements, but you do have the option to pay online by logging in to gmfinancial.com/MyAccount, pay by phone, pay with cash, or mail in a check or money order. If your account is in a repossession status, you will not be able to pay online.

Please note that GM Financial is not attempting to collect a debt by allowing access to these options.

Lease

How can I find out more about what happens at the end of my lease?

The GM dealership where you leased your vehicle is also an excellent source for information regarding your end-of-lease options. They can also answer questions about the process for returning your vehicle, the inspection required, excess mileage concerns and final invoices.

Am I responsible for additional fees on my leased vehicle, such as tolls, tickets, etc.?

You are responsible for any applicable tolls, tickets, property tax or fees assessed during your lease contract. The initial bill will go to GM Financial. Then, GM Financial will add the charges to your monthly billing statement, with a copy of the original bill. If you do not receive a monthly billing statement, you will receive an off-cycle bill for the applicable fees.

Online MyAccount

Can I message the Customer Experience team online?

Messaging is a convenient online connection to our Customer Experience team. You can initiate a messaging session by clicking the option in MyAccount. During business hours, you will be connected to someone who can help you get the information you need. At the end of your session, a transcript of the online conversation will be saved for 13 months and available to you in MyAccount. The messaging function is available on mobile, tablet or desktop for a seamless experience across all platforms.

How do I register for an online account?

Go to gmfinancial.com/MyAccount and click “Register Now” to create a user ID and password. You will need your account number, which can be found on your welcome packet or billing statement, as well as the last four digits of your Social Security number.

Keep in mind that while your user ID is not case sensitive, your password must be entered exactly as you created it. Watch our brief video for step-by-step directions on how to register for MyAccount.

How do I access my account information online?

Log in to gmfinancial.com/MyAccount. If you do not have an account, click Register Now to create a user ID and password. You will need your account number, which can be found on your welcome packet or billing statement, as well as the last four digits of your Social Security number.

Keep in mind that while your user ID is not case sensitive, your password must be entered exactly as you created it. If you are having trouble logging in, you can request a user ID reminder or password reset at gmfinancial.com/MyAccount.

How do I link multiple vehicle accounts to MyAccount Profile?

When you log in to gmfinancial.com/MyAccount, you'll see a link at the bottom of the page for "Link Another Account." Enter the account number, then click “Link Account.” Personal and business accounts must be managed separately and cannot be linked.

Payments

What are my payment options?

We have several payment options to fit your needs, including the ability to pay online or by mail, phone or credit card. To make a one-time payment or set up recurring payments, log into gmfinancial.com/MyAccount and click "Pay Online." Online payments made with a bank account are free. Debit payments may incur a fee. GM Financial does not accept payments made in person.

Can I set up recurring payments online?

Yes, you can set up one-time payments or recurring payments online. Log in to gmfinancial.com/MyAccount and click Payment Options to get started. Online payments made with a bank account are free. Debit payments may incur a fee.

Are there any online payment restrictions?

Please keep the following information in mind when making payments online:

The minimum payment you can make online is $10.

The maximum one-time payment you can make online using a bank account is $50,000.

The maximum payment you can make using an ATM/Debit or credit card is $2,999.99.

To ensure on-time payment, please allow up to two business days for payments to post to your account, excluding weekends and bank holidays. The regular payment acceptance deadline is 7:30 p.m. CT Monday-Saturday.

GM Financial cannot cancel a payment once it has been submitted and authorized. Please contact your financial institution to cancel a payment. You can change or cancel future dated ACH payments, or turn off recurring payments, by logging in to gmfinancial.com/MyAccount.

You cannot future date a partial payment online.

GM Financial is not responsible for payment delays.

When will my payment post to my account?

Any payment made before 5 p.m. CT will post to your account on the day you schedule it (excluding weekends and holidays). Any payment made after 5 p.m. CT will post to your account the following business day (excluding weekends and holidays). The funds will be drafted from your bank account within two business days from the posting date (excluding weekends and holidays). Only payments made from a bank account may be future dated.

Can I mail a post-dated check?

GM Financial does not accept post-dated checks. All payments are posted and processed upon receipt.

Does GM Financial offer a grace period for payment?

GM Financial does not offer a grace period. We require all payments be made by the due date listed on your statement. Interest charges and possible late fees will accrue and be applied to your account each day it is past due according to your contract.

How can I move a payment to the end of the loan or set up a payment arrangement?

If my account is past due, can I make my payment online?

You will be able to make a payment online if your account is no more than 90 days past due. Certain restrictions may apply. If your account is more than 90 days past due, contact Customer Service at Customer service at 1-800-284-2271 or customerservice.tx@gmfinancial.com.

If my payment doesn’t clear the first time, will the transaction be submitted again?

Yes. If your payment does not clear the first time, it will be submitted a second time, provided your financial institution will allow it. If the second attempt to draw funds fails, it will be considered an "Insufficient Funds" transaction.

Can I send my payment overnight?

Can my payment be automatically deducted from my account?

You have two options for setting up monthly payments. You can set up recurring payments online by logging in to gmfinancial.com/MyAccount. Once you enroll, recurring payments go into effect immediately and can be changed or canceled any time through MyAccount.

Purchasing and leasing customers also have the option to sign up for the Automatic Payment Plan service. Keep in mind that the Automatic Payment Plan enrollment process will take approximately one billing cycle to complete.

Can I pay by phone?

Yes. Purchasing and leasing customers can find toll-free automated and agent-assisted numbers on our payment options page. Keep in mind that paying by phone may incur an additional fee.

Can I pay online?

Yes, you can pay online using a bank account or a debit card. To make a one-time payment or set up recurring payments, log in to GMFinancial.com/MyAccount and click “Pay Online.” Or, learn more about our other payment options.

Can I make a payment from a bank account?

Yes, you can make a payment from a bank account online or by phone. To make a one-time payment or set up recurring payments, log in to GMFinancial.com/MyAccount and click “Pay Online.” Or, learn more about our other payment options.

Can I pay using a debit card?

Yes, you can use a debit card to pay online or by phone. Lease customers may use a debit card to pay online. To make a one-time payment or set up recurring payments, log in to GMFinancial.com/MyAccount and click “Pay Online.” Keep in mind that fees may apply.

Can I pay using a credit card?

Yes. Whether you’re purchasing or leasing you can pay by credit card through Western Union or Money Gram. Keep in mind that fees may apply.

Can I pay using cash or a money order?

You have the option to make a cash payment through Western Union or MoneyGram, but keep in mind that fees may apply. Go to gmfinancial.com/MyAccount to get started.

How can I apply for credit or get pre-qualified for financing online?

What do you do with my information?

Your privacy is important to us, and we understand that you expect us to safeguard your personal financial information in a secure manner. For more information, review our privacy policy. Review the lease customer privacy policy.

What is simple interest?

Simple interest is an interest accrual method. Interest accrues on a daily basis on the unpaid principal balance. The interest charge is always based on the principal balance, so interest on interest is not charged. Learn more about simple interest.

Statements

I have not received my first billing statement. What should I do?

Although terms vary between contracts, your first payment will generally be due 30 days from the date your contract is executed, and you will receive a billing statement approximately 14 days before your due date.

You can log in to gmfinancial.com/MyAccount to find important account information. If you do not have an account, click Register Now to create a user ID and password. You will need your account number, which can be found on your welcome letter, as well as the last four digits of your Social Security number.

How do I enroll in paperless statements?

Log in to gmfinancial.com/MyAccount and click on the option to "GO GREEN" at the top of your MyAccount Dashboard. By updating your preferences, you will be notified when your billing statement is available online. Please note that paperless billing is not available to all lease customers at this time.

Why does my statement say my car is not covered by insurance when I know it is?

Some insurance companies routinely report lapses in coverage to lien holders. Please direct any proof of insurance concerns to our Insurance Service Center.

Title and Registration

How do I add or remove someone from my title/registration?

Only individuals on the contract can be added to the title. For further assistance, please contact Customer Service at 1-800-284-2271. Lease customers should call 1-800-369-5212.

I have moved out of state. How do I register my vehicle in my new state?

You will need to go to your Department of Motor Vehicles (DMV) office to re-register. Since each state has its own procedures to follow, we recommend that you contact your DMV in advance. (There are three states that require permission from the lien holder to re-register: Arizona, New York and West Virginia.) If you require permission, please contact Customer Service at 1-800-284-2271. Lease customers should call 1-800-369-5212.

How can I get a copy of my title to register my car?

To submit a request for copies of your car title and/or lien letter, go to getmycartitle.com, then click GM Financial and follow the on-screen steps. Fees may apply.